Job Description
As Reservations Supervisor, you will support the Reservations Manager in leading the rooms and food & beverage reservations function with precision, warmth, and commercial insight. This role plays a key part in shaping the guest journey - ensuring every enquiry is handled with accuracy and every interaction reflects the service and care that define Cambridge House. Leading a dedicated team, you will ensure each reservation reflects the beginning of a meaningful connection with our House.
Key Responsibilities:
* Lead, motivate and support the reservations team through hands-on coaching and mentorship, taking ownership of guest enquiries and daily operations to set the benchmark for warm, professional, intuitive service, operational efficiency and a culture of accountability and service excellence.
* Supervise the daily execution of the end-to-end reservations process, including responding to guest enquiries, managing special requests, processing payments, and handling cancellations or amendments in line with established procedures.
* Monitor the accuracy and integrity of all reservation data, including guest profiles, booking details, billing information, and preferences, ensuring information is current, confidential, and compliant with data protection standards.
* Ensure rate accuracy and consistency across all booking channels (OTAs, direct, corporate, and wholesale) by conducting regular checks within the PMS and channel management systems and escalating discrepancies promptly.
* Support the maintenance and adherence of reservations SOPs, assisting with updates as required and ensuring team compliance with brand standards, GDPR, and internal policies.
* Prepare and distribute routine operational reports covering reservation activity and quality, conversion trends, pick-up, and high value bookings, providing clear summaries and flagging key insights for the Reservations Manager.
* Coordinate with Sales & Marketing to support the execution of campaigns, packages, and promotions by ensuring the reservations team is fully briefed, trained, and aligned on offers and selling strategies.
* Act as a key liaison with Front Office, Housekeeping, F&B, and other departments to ensure reservation details and guest preferences are clearly communicated and actioned.
* Maintain a strong and detailed understanding of all Cambridge House offerings, including food and beverage, wellbeing and spa, and special events, to enhance and tailor each guest experience.
* Champion service excellence by ensuring personalised and timely pre-arrival communication is delivered, addressing guest preferences and special requirements in advance of arrival.
* Support the team in receiving and recording guests' restaurant reservations and input them into Sevenrooms ensuring Auberge Collection standards are met.
* Support the onboarding, training and ongoing development of reservations team members, embedding Cambridge House service values and ways of working.
Qualifications
* Proven experience in luxury hotel reservations, with at least 2 years in a senior role.
* Strong command of Property Management and Central Reservations Systems.
* A guest-first mindset, committed to delivering seamless, personalised service from the initial enquiry onward.
* Exceptional attention to detail and accuracy in data handling, guest preferences, and booking records.
* Organised and solution-oriented, with the ability to manage multiple priorities with poise.
* Collaborative approach with a natural ability to guide, support, and motivate team members.
* A natural communicator with a warm, confident telephone manner.
Additional Information
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.
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